We performed a comparison between Microsoft Dynamics CRM, Oracle Fusion Service, and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, Salesforce, ServiceNow and others in CRM Customer Engagement Centers."The initial setup is pretty straightforward."
"The solution is versatile and customizable."
"The most useful feature that this solution provides is the ability to make dashboards for the business easily as our company is managed using KPIs and metrics."
"Microsoft Dynamics CRM is easy to use, the UI is very good, and it has many capabilities."
"Compared to other partners, the most valuable aspect of Microsoft Dynamics CRM is its intuitive APIs, which are customizable and allow for the addition of multiple parameters and attributes. This feature enhances the purpose call in our services. Additionally, the learning curve for contact center agents using Microsoft Dynamics CRM is shorter than with other solution providers. Finally, the commercial aspects of Microsoft Dynamics CRM are superior to those of other solution providers."
"I like that Microsoft Dynamics CRM works, and it's been okay. I like that it is a stable solution. My main reason for using it is that it is stable and meets our requirements from a functionality point of view."
"The most valuable features of Microsoft Dynamics CRM are its easy operations and functionality."
"The most valuable feature of Microsoft Dynamics CRM has to be its interface...Microsoft Dynamics CRM has a user-friendly platform."
"Oracle offers a wide range of applications, each capable of delivering significant value to our business."
"Oracle Service Cloud could improve the integration for older platforms."
"It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"The solution is easy to learn."
"The most valuable feature of the solution is that customers can easily understand it."
"The solution changes the way clients work to make it easier and faster."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The plug-ins that work with other standard systems have made the product industry-ready."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"We use Salesforce Service Cloud for lead management and opportunity management."
"It's a cloud tool, so it is easy to set up."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"The product's initial setup phase was straightforward."
"Out of the box, the solution doesn't really have a desirable user experience. We have to set it up and customize it to meet our needs."
"There are more people using Salesforce. Therefore, there are more partners, and applications for it, and is easier to use."
"Microsoft Dynamics CRM can improve by having integration with Slack. Additionally, the solution is incomplete, and we must use other solutions to fulfill our needs."
"The solution could improve by having better integration documentation."
"When it comes to any necessary changes or updates, we have issues. It is not very agnostic in terms of working with other platforms. A lot of data transformation had to be done internally in order to send it to various systems."
"The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement. It was also more difficult to set up the solution, so its setup could still be improved. What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done."
"The integration capability with other systems could be improved, particularly the Lead Generation system."
"They should work on improving the solution's scalability."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"The solution’s reporting could be improved."
"The UI experience needs refinement to enhance user-friendliness."
"The user experience has to be much better."
"The vendor must provide a user-friendly mobile application."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"The product's option to upload payroll data doesn't work seamlessly."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"The pricing for what Salesforce Service Cloud offers is not great."
"The documentation could be improved."
"The pricing of the solution can be made cheaper."
"The integrations with other solutions can be improved."
"There is room for improvement in pricing."
"The product's high price is an area of concern where improvements are required."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
